Incident Management Officer

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Incident Management Officer Ortigas Site, Pasig City, Philippines Reporting to: Compliance Head We’re an award-winning global outsourcer providing contact centre and back-office services. As an Incident Management Officer, your role is integral in meeting the business objectives and contributing to the success of our organization. A SNAPSHOT OF YOUR ROLE As the Incident Management Officer, you play a central role in protecting the organisation’s integrity and ensuring that its operations remain strong, secure and resilient. You are entrusted with upholding the information security controls defined under the Information Security Management Systems implemented by Acquire Intelligence. This responsibility goes beyond compliance; it is about creating an environment where people can work with confidence, knowing that the systems supporting them are safeguarded by rigorous standards. Your work ensures that risks are not only identified but also deeply understood, assessed with clarity and managed with purpose. You help the business anticipate challenges before they arise and respond decisively when they do. By coordinating actions across teams and guiding process owners through their responsibilities, you turn risk management into a shared commitment rather than a checklist. You ensure that non compliances are addressed promptly, but more importantly, you help build the discipline and awareness that prevent them from recurring. In this role, you are both a guardian and an enabler. You protect the organisation from risk, but you also empower it to grow, innovate and move forward with assurance. The standards you uphold today shape the resilience of the business tomorrow. Through your leadership, you inspire confidence, encourage accountability and help anchor a culture where excellence is the norm, not the exception. • Initiates the prompt handling and thorough investigation of information security incidents, ensuring each case is approached with urgency, clarity and a commitment to protecting the Acquire Intelligence. Champions a security-first mindset by transforming incidents into opportunities for learning, strengthening defences and inspiring a culture of vigilance across the business. • Generates a clear and comprehensive incident reports that outline the root cause of each information security incident, along with the corrective and preventive actions required to strengthen controls and prevent recurrence. Ensures findings are communicated in a way that drives accountability, continuous improvement and a stronger security culture across the organisation. Page 1 of 3 • Maintains diligent oversight of all information security incidents by tracking their progress, monitoring the resolution of identified gaps and ensuring timely follow-up with the appropriate stakeholders. Drives coordinated action and accountability to strengthen controls and uphold a resilient security posture across the organisation. • Facilitates a range of information security controls under the Risk and Compliance function, including Card Data Discovery Management, Compliance Audits and other assigned initiatives. Ensures these activities are executed with diligence and coordination, supporting a strong security posture and continuous improvement across the organisation. • Champions a workplace culture where accountability, vigilance and continuous improvement are part of everyday behaviour. Inspires teams to take ownership of information security by encouraging proactive thinking, open communication and a shared commitment to protecting the organisation. Through leadership and example, helps embed security as a collective responsibility and a source of pride across the business. A BIT ABOUT YOU • Strong analytical ability, with the capacity to assess complex situations and develop effective solutions. • Excellent oral and written communication skills, with the confidence to engage clearly across all levels of the organisation. • Solid understanding of company processes and information security controls. • Ability to work both collaboratively and independently while maintaining a high standard of accountability. • Well-developed critical thinking and sound decision-making skills. • Experience working in a large, fast paced organisational environment. • Flexibility to adapt to changing demands, including rotating work schedules when required. • Preferably equipped with strong knowledge of information security practices aligned with ISO 27001, ISO 31000, PCI DSS, SOC and HIPAA standards. Page 2 of 3 WHAT SUCCESS LOOKS LIKE • Internal audit and risk assessment records are maintained accurately and kept relevant, ensuring they reflect current business conditions and controls. • Business documents such as the SOE, Operations Manual, policies and procedures are clearly and accurately documented, with regular audits conducted to maintain their integrity and usefulness. • Remediation plans are consistently monitored and tracked to ensure timely progress and effective closure. • Clients, both internal and external, experience a high level of satisfaction through reliable service, clear communication and consistent delivery of commitments. • Key performance indicators are achieved through disciplined execution, strong collaboration and a commitment to continuous improvement. WHAT WE VALUE We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values: • Collaboration: Brilliant jerks can be brilliant elsewhere. • Impact: Do, get it done, create impact. • Passion: Be positive, and bring passion and energy. • Transparency: A transparent team can help each other. Acquire Intelligence is a business outsourcer with a vision to connect organizations to skilled people globally. Our mission is to be the partner of choice for corporate growth, by enabling businesses to leverage the best global resources at the right price. Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. 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